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Senior Specialist Customer Engagement Strategy & Special Projects (f/m/d)

Company: smart Europe

We are the brand for forward-thinkers. We celebrate challenging conventions and shaping the future of electric mobility. We focus on the essentials to bring perfection to customers. We make urban life more enjoyable and entertain our customers with new impulses.

Ever since smart exists, we rewrite the automotive industry’s rulebook. In the 1990s, we undermined the predominant philosophy of ‘bigger is better’ and designed a revolutionary car. Since 2020 we are the first car enterprise that switched to 100% electric! We aim to transform into a leading player in urban premium, electric & connected mobility provider.

Are you a forward thinker too?Then join us now!

About the role

The Customer Engagement unit is responsible for developing and managing the Customer Engagement Center and its related customer interaction channels. The Senior Specialist Customer Engagement Strategy & Special Projects supports the strategic and operational development of Customer Engagement solutions, with responsibility for mobility services, digital self-service solutions, emergency services, operational processes, systems, supplier management, and cross-functional projects.

Your responsibilities

Roadside Assistance (RSA)

Develop and maintain systems and integrations with third-party service providers
Develop and maintain processes for third-party service providers to meet smart's Statement of Work (SOW) requirements
Maintain commercial aspects of the contract, including renewals, enhancements, and pricing
Oversee day-to-day operations of breakdown cases, auditing quality and providing support on edge cases
Develop and maintain knowledge base content for the Customer Engagement Center to ensure customer satisfaction and smooth operations
Process claims for completed RSA cases
Coordinate with third-party key account managers to ensure quality and continuous improvement

Chatbot & Voicebot / Digital Self-Service

Design the scope of smart's chat and voice bots to meet business needs
Develop and maintain a knowledge base for the implementation team to use for content
Strategically plan self-service capabilities, develop requirements, and oversee development through delivery, including cross-department and cross-market testing
Monitor data to continuously improve technology and content
Project manage integration initiatives between service providers and smart

Emergency Call (eCall) and Stolen Vehicle Tracking (SVT)

Maintain and improve services provided
Support R&D EU in testing through coordination with third-party service providers
Support R&D in developing features to meet homologation requirements and EU regulations
Monitor data to ensure service delivery aligns with contract scope
Develop and maintain knowledge base content for the Customer Engagement Center to support customer inquiries and complaints

Project Management & Customer Engagement Strategy

Procure services and products within the scope of Customer Engagement Solutions, from raising PR/POs through reporting on spend to controlling
Support CES management in setting budgets for the fiscal year
Develop and maintain Customer Engagement Center processes and systems
Lead department cross-functional projects (e.g., KYC program, self-services, and automations)
Business owner of the smart AI case handler, ensuring continuous improvement and development
Support department strategy planning and PMO reporting

Mobility Services

Develop and maintain Mobility processes, guidelines, and the Mobility Handbook for retailers
Manage retailer escalations and operational inquiries
Develop and maintain knowledge content supporting Mobility-related customer interactions
Audit claims and reimbursement requests for quality, accuracy, and compliance
Coordinate monthly reimbursement processes with HQ
Coordinate with internal and external counterparts on operational topics and continuous improvement initiatives

What you bring along

Strong understanding of customer operations, mobility services, and customer engagement processes
Experience working with CRM, Customer Engagement, chatbot/voicebot, IVR, and related technology platforms
Strong project management and stakeholder management skills
Ability to independently manage ambiguous and cross-functional topics
Strong analytical and problem-solving capabilities
Experience with procurement, budgeting, and supplier management is needed
Excellent communication skills in an international environment
Fluent English; additional European languages are advantageous

We're building a workplace where amazing people like you can do their best work. Together with us, you enjoy the agile working atmosphere with cross-European responsibilities.

We're creating a culture where personal and professional growth are as important as business growth. Together with us, you will build a diverse and inclusive environment where you feel you belong to.

We empower you to have ownership over work!

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